Verified Job
Jobs
Sr Manager Customer Solution Analyst Continual Service Improvement
Jobs
#336793
Full Time
Job Description
Job Family Descriptor
Manage customer queries related to all services and solutions delivered includes complex customer issues diagnosing and thereby resolving and fixing Act as a conduit between customer and other teams such as engineering architecture etc for any issue resolution Provide L2L3 support to resolve hardwaresoftware issues by applying tehnical expertise
Broad outline of the Role
Expert level skills in Network Security and good to have knowledge of (IP/Data and SDWAN)
• Close relationships with customers for technical design and services.
• Attendance to Customer meetings, presenting best practice methodology for technical design and migration of services from the incumbent providers to Tata Communications.
• Attending post-sales design and migration workshops to facilitate the creation of Post-Sales Low Level Design, Configuration Template, and Migration Planning documentation for the products.
• Support in Delivery and Service Assurance functions, Pilot, and Critical Migration activities during service rollout and in-life changes.
• Customer solution auditing and maintenance of post-sales design documentation, ensuring accurate reflection of live and in-life status.
• Provide technical solution design training to delivery and service assurance teams.
• Requiring close interlock with 3rd line service assurance engineers.
• Responsible for providing timely and effective resolution for escalated faults as L4 Escalation point.
• Support in MACD including complex and commercial design changes, forming part of a triage and delivery team to assess the impact of MACD requests and incremental business proposals.
• Validation RCAs and drive the PCA following high severity outages Attendance service review meetings assessing customer feedback, and perceived pain points, providing recommendations, and delivery of actions to ameliorate technical service quality issues.
• Close interlock and support of the Service Management teams with the creation and delivery of actions resulting from SIP (service improvement planning).
• Technical validation of pre-sales solutions description documentation (SDDs) as fit for purpose, ensuring technical proposals are correct and clearly defined prior to contract signature, including validation of Feasibility and access circuit/technology selection BOM (bill of materials) SPOF (single point of failure) identification and confirmation of diversity &routing Close engagement and interlock with Delivery, pre-sales.
• Support service assurance to improve customer service experience.
Purpose - Broad objective of the role
Operating Network - Key External
Operating Network - Key Internal
Size and Scope of Role - Financial
Size and Scope of Role - No. of direct reports
Size and Scope of Role - Total team size
Size and Scope of Role - Other size parameters
Minimum qualification & experience
Other knowledge/skills
Key Responsibilities
Technical Competencies
Expert level skills in Network Security and good to have knowledge of (IP/Data and SDWAN)
• Close relationships with customers for technical design and services.
• Attendance to Customer meetings, presenting best practice methodology for technical design and migration of services from the incumbent providers to Tata Communications.
• Attending post-sales design and migration workshops to facilitate the creation of Post-Sales Low Level Design, Configuration Template, and Migration Planning documentation for the products.
• Support in Delivery and Service Assurance functions, Pilot, and Critical Migration activities during service rollout and in-life changes.
• Customer solution auditing and maintenance of post-sales design documentation, ensuring accurate reflection of live and in-life status.
• Provide technical solution design training to delivery and service assurance teams.
• Requiring close interlock with 3rd line service assurance engineers.
• Responsible for providing timely and effective resolution for escalated faults as L4 Escalation point.
• Support in MACD including complex and commercial design changes, forming part of a triage and delivery team to assess the impact of MACD requests and incremental business proposals.
• Validation RCAs and drive the PCA following high severity outages Attendance service review meetings assessing customer feedback, and perceived pain points, providing recommendations, and delivery of actions to ameliorate technical service quality issues.
• Close interlock and support of the Service Management teams with the creation and delivery of actions resulting from SIP (service improvement planning).
• Technical validation of pre-sales solutions description documentation (SDDs) as fit for purpose, ensuring technical proposals are correct and clearly defined prior to contract signature, including validation of Feasibility and access circuit/technology selection BOM (bill of materials) SPOF (single point of failure) identification and confirmation of diversity &routing Close engagement and interlock with Delivery, pre-sales.
• Support service assurance to improve customer service experience.
Knowledge / Skills
Communication Skills
Manage customer queries related to all services and solutions delivered includes complex customer issues diagnosing and thereby resolving and fixing Act as a conduit between customer and other teams such as engineering architecture etc for any issue resolution Provide L2L3 support to resolve hardwaresoftware issues by applying tehnical expertise
Broad outline of the Role
Expert level skills in Network Security and good to have knowledge of (IP/Data and SDWAN)
• Close relationships with customers for technical design and services.
• Attendance to Customer meetings, presenting best practice methodology for technical design and migration of services from the incumbent providers to Tata Communications.
• Attending post-sales design and migration workshops to facilitate the creation of Post-Sales Low Level Design, Configuration Template, and Migration Planning documentation for the products.
• Support in Delivery and Service Assurance functions, Pilot, and Critical Migration activities during service rollout and in-life changes.
• Customer solution auditing and maintenance of post-sales design documentation, ensuring accurate reflection of live and in-life status.
• Provide technical solution design training to delivery and service assurance teams.
• Requiring close interlock with 3rd line service assurance engineers.
• Responsible for providing timely and effective resolution for escalated faults as L4 Escalation point.
• Support in MACD including complex and commercial design changes, forming part of a triage and delivery team to assess the impact of MACD requests and incremental business proposals.
• Validation RCAs and drive the PCA following high severity outages Attendance service review meetings assessing customer feedback, and perceived pain points, providing recommendations, and delivery of actions to ameliorate technical service quality issues.
• Close interlock and support of the Service Management teams with the creation and delivery of actions resulting from SIP (service improvement planning).
• Technical validation of pre-sales solutions description documentation (SDDs) as fit for purpose, ensuring technical proposals are correct and clearly defined prior to contract signature, including validation of Feasibility and access circuit/technology selection BOM (bill of materials) SPOF (single point of failure) identification and confirmation of diversity &routing Close engagement and interlock with Delivery, pre-sales.
• Support service assurance to improve customer service experience.
Purpose - Broad objective of the role
Operating Network - Key External
Operating Network - Key Internal
Size and Scope of Role - Financial
Size and Scope of Role - No. of direct reports
Size and Scope of Role - Total team size
Size and Scope of Role - Other size parameters
Minimum qualification & experience
Other knowledge/skills
Key Responsibilities
Technical Competencies
Expert level skills in Network Security and good to have knowledge of (IP/Data and SDWAN)
• Close relationships with customers for technical design and services.
• Attendance to Customer meetings, presenting best practice methodology for technical design and migration of services from the incumbent providers to Tata Communications.
• Attending post-sales design and migration workshops to facilitate the creation of Post-Sales Low Level Design, Configuration Template, and Migration Planning documentation for the products.
• Support in Delivery and Service Assurance functions, Pilot, and Critical Migration activities during service rollout and in-life changes.
• Customer solution auditing and maintenance of post-sales design documentation, ensuring accurate reflection of live and in-life status.
• Provide technical solution design training to delivery and service assurance teams.
• Requiring close interlock with 3rd line service assurance engineers.
• Responsible for providing timely and effective resolution for escalated faults as L4 Escalation point.
• Support in MACD including complex and commercial design changes, forming part of a triage and delivery team to assess the impact of MACD requests and incremental business proposals.
• Validation RCAs and drive the PCA following high severity outages Attendance service review meetings assessing customer feedback, and perceived pain points, providing recommendations, and delivery of actions to ameliorate technical service quality issues.
• Close interlock and support of the Service Management teams with the creation and delivery of actions resulting from SIP (service improvement planning).
• Technical validation of pre-sales solutions description documentation (SDDs) as fit for purpose, ensuring technical proposals are correct and clearly defined prior to contract signature, including validation of Feasibility and access circuit/technology selection BOM (bill of materials) SPOF (single point of failure) identification and confirmation of diversity &routing Close engagement and interlock with Delivery, pre-sales.
• Support service assurance to improve customer service experience.
Knowledge / Skills
Communication Skills
